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Ulta Beauty
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1.4 434 Reviews

Ulta Beauty Complaints Summary

49 Resolved
384 Unresolved
Our verdict: With Ulta Beauty's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Ulta Beauty reviews & complaints 434

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9:29 am EDT

Ulta Beauty I was very upset because of the poorly written certificate

I received ulta reward certificate that entitled me to a salon service up to $35.00 because I earned a level 8 that quarter. I had spent $200.00 at the salon and when I handed them the coupon for the $35.00 off they said I couldn't use it that day being it was the Sat. before Easter. I did not see any blackout dates on the certificate and that was the last to use the certificate. I could of used the certificate for items in the store but b y then i was very upset because of the poorly written certificate. I also discovered the point expire after each quarter, so I wasted what could of been a salon service I could of used on a different day.

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Galvanist
Chicago, US
Jul 03, 2010 2:26 pm EDT
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Hullo!

I used to work at Ulta. I know that Easter/Xmas/New Years/Prom season were always super busy but I've never heard of a policy denying someone a coupon for a busy period!
The only thing that I've heard of like that is a policy that states the employees are not able to use our discount on weekends and holiday periods since they want to fill the salon with full-paying customers.

Call/email customer service and say your points expired and that this Ulta denied you the use of your rewards. Usually, they will send you a letter with the unused points from the previous quarter-assuming you didn't cash them in already.

I once had a customer who never received her point certificates for the entire 3 years she had been signed up and had accrued a balance of over 100 points! She had a lot of fun "shopping" that day-hair done, three fragrances, and lots of little stuff. What I'm trying to say is, although Ulta has *many* faults, they do keep pretty good records of your points/point usage so stay persistent! I hope you read this, and best of luck!

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3:55 pm EDT

Ulta Beauty credit card charged 5 times with no order ever going through and no error message received

Very frustrating dealing with ULTA .com. Credit card charged 5 times with no order ever going through and no error message received. Told by ULTA would take 3 days to come off my credit card. It is 3 days now and it is still there. Customer Service rep very rude and no responses to my emails sent Sunday night and Tuesday morning. It is now Wednesday night!

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8:45 pm EDT
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Ulta Beauty poor customer service

Ulta has the worst customer service i have ever received...i work in retail, and i understand all the obstacles that come with the job. I recently visited the Elkridge, Maryland location with 2 friends...AND FOR NO REASON WHAT SO EVER we were accused of shoplifting...When i say no reason, i mean just the idea of us shopping in there was 'suspicious' to the lady working and she called the cops on us and made us empty our purses. I'm sure your thinking we must have done something to provoke this...but NO, WE DID NOTHING TO PROVOKE THIS...after she saw we stole nothing and our hands were full of merchandise we were going to buy, she still had a crappy attitude. The company themselves still expected us to shop at their store in an apology email...why would i want to do that after that kind of treatment. I will NEVER visit any location again because i refuse to help keep their company in business

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Update by Estheticsbyjaime
Aug 11, 2010 8:13 pm EDT

if it was false they wouldn't have asked me to come back...i didn't leave the store...there were no alarms going off...i never concealed anything at anytime and if i knew then what i know now i would have walked out the door and ignored them because what they did was completely illegal...the girl was reprimanded and retrained from what customer service told me, which wouldn't have been done if there was anything suspicious on the camera...i'm sure your one of the rude employees leaving rude comments on here...but if not you'll experience their bad service soon enough...i'm still really angry about the incident because i'm a very honest person

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JAD861
, US
Sep 14, 2011 10:02 am EDT

I went to the salon at Ulta in Arizona & had my hair cut, colored & highlighted. The first time I had this done, I had no problems. But then the girl that did my hair left Ulta & they scheduled me with another stylist. I told them that I wanted to stay with the same level stylist. The higher the level stylist, the more money. Well, I had my appointment and when I noticed my receipt & it was $15.00 more than when I had it done with the previous stylist. I went back and talked to the manager & asked why I was charged more for the service. She explained the different levels of stylists & how the pricing works & I said that I knew that, but when someone called to tell me that my original stylist left the store, I said that I wanted to stay with the same level. Whoever scheduled my appointment, didn't listen to me and scheduled me with someone who supposedly has more experience and costs more to go to. I WAS NOT told this when I got my hair cut. When I complained to the manager, she called the stylist while I was in the store and the stylist said that she told me about the pricing. I said that was not true. But the manager said that they could not refund my money and that it was "hear say"... my word against hers. I would not have had a problem with paying the $15, but the stylist DID NOT tell me that she was a different level & she charged more for haircuts. The girl that was a level below her did a much better job on my hair! I guess that the manager never heard of CUSTOMER SERVICE! Needless to say, I will NEVER go to Ulta for any type of salon service. I called Ulta's customer service and got better results that way. The so called managers in the stores don't know what customer service is!

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makeupartiste
D.C., US
Aug 09, 2010 12:46 pm EDT

This is completely false. The employees have to physically see you put merchandise into your purse and you must physically leave the store before anyone can accuse you. If you set the alarm off while you are leaving, it is ANY store's policy to check your bags. I don't believe this complain what so ever.

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6:12 pm EDT

Ulta Beauty I got completely different items shipped to me

I ordered a few products from ULTA .com as Christmas gifts for my friends. I got completely different items shipped to me. Called customer service, they read from a script, was of no help. Took all of the items to an ULTA store, they could not help me either. There's some discrepancy between their online ordering and shipping systems. I compared the sales and packing slips. The SKUs are the same on both, but the items/item descriptions do not match up. Unless this is fixed, there will be lots of unhappy customers.

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Lesson Learned AIC
OilSpillCoastlineville, US
Aug 20, 2010 10:37 pm EDT

I have to give props to Ulta.com customer service and also UPS. I had to call Ulta.com on MOnday to get my issue resolved, then later again n the day to get a status update. They did send me a couple of emails later this week and I got my order within 5 days, so my kudos to Ulta.com and to UPS. I have a few suggestions for anyone who may be in a similar position:
If you need service from Ulta.com just call them. Apparently they are too busy or short staffed to respond to customer service emails. Also be advised if they need to get a manager approval that they may not call you back for a couple of days at least, otherwise you should call them for an update.
UPS came through! Never had a problem w/the before. I think Ulta.com needs to change their shipping. the box they use says ULTA.COM in huge letters on the side, so anyone who sees the delivery driver carrying it and dropping it off at the house can get a general idea what is in it. I think this is an invitation for someone to steal the box! I think people are more inclined to steal the box when they have an idea what may be in it. Really does ulta think plastering their names on the side of cardboard boxes is effective advertising? Ridiculous!
Waiting for a partial refund from Ulta.com (up to 30 business days!) hopefully it will not take that long.

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Angry_Sultan_unforgiven
, US
Aug 13, 2010 6:38 pm EDT

I generally agree with your sentiments but I am hestiant to post details since I have to call them Monday to try and get this matter resolved. Generally speaking I don't think I will do business w/them again due to poor service and multiple errors and frustration.

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5:35 pm EDT

Ulta Beauty ulta will not even exchange a fragrance without a customer receipt

Ulta has a slick way of upping profits by knowingly not accepting exchanges in their store that without question have been purchased there. The question isnt if you purchased it there, because their name is on it. Or they dont even care if its in the original packaging. Its important for anyone entering the door, to know that once you pay and leave, they gottcha. Not their worry if you live in houston and send the wrong scent to a friend in dallas. No sir, they arrogantly say, we cant exchange this without a receipt. Ideally, we all wish that that receipt was attached to our forehead, but in the case where they are positive it came from there and is returned in perfect condition, they refuse to even please the customer by letting them select another fragrance and make us all happy. Its no different than any other scam. And ulta is as dishonest as any other disgusting company scam, and you are busted!

The intelligent reply is, you need a customer receipt. Why if you know it came from ulta? Because, you know over the holidays most people have a hard time keeping up with regular receipts let alone customer receipts. This is one of the most transparent ways of ripping the customer off to keep your bottom line up.
I'm all for making a profit and not being taken advantage of by customers. It works both ways pal.in this case its a true set up at the customers expense and a blatant attempt to take advantage of the unsuspecting customer. Pass the word. Customer service is not their forte. But smiling (Sometimes) as they take your money with a gottcha attitude is.

There are a lot of stores out there who's prices are even better and they would love to have your business! So warning! Ulta will not even exchange a fragrance without a customer receipt!. I'll send some names of other great places to purchase fragrances without putting the screws to you. If you work hard for your money and expect to be treated fairly, then stay away from ulta friends. They couldn't care less about making the customer happy, but rather sticking it to you and attempting to rationalize it.

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Shelby L. Harrell
, US
Dec 30, 2015 7:54 pm EST

Ulta will always do an even exchange if you purchased the item with an ulta card(a rewards card that's free to sign up for). The best thing is you can have any employee look up the card by phone number. So if your friend in Dallas needed to exchange a fragrance you bought for them, they would just have to give the cashier your phone number. As long as you made the purchase within 60 days any associate can look up your transaction history and get the info needed to do any return or exchange. No recipe required!

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makeupartiste
D.C., US
Aug 09, 2010 12:52 pm EDT

The question is whether YOU, as in yourself, purchased it. No matter if it has an Ulta tag on it - it could be stolen. They would be taking back stolen merchandise for something that was never actually purchased. Your complaint lacks logic. From a company's perspective, it doesn't seem profitable to take exchanges without a receipt. Keep your receipt next time.

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styler40
Orlando, US
Jun 14, 2010 12:46 pm EDT
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LOL. Sorry Drunkstik, but you really make yourself look like an ### and I think the rest of the realistic world would agree. Um, yeah, unless you've been living under a rock all of your life. Everyone knows that you can't return an item without a receipt. Get with it. Sounds like your just upset because you know you're in the wrong--you lost your receipt and can't find it. You need the money back that you spent on some perfume so you can pay a bill or something and now you're freaking out. My advice to you: be more organized. keep your receipts in a file so you don't run into an issue again. Its just that simple. Sorry, but you just don't have a leg to stand on here.

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5:16 pm EDT

Ulta Beauty I will never shop with ulta again

Three days ago, I tried to place a simple online order that consisted of a hair straightener and a free sample bag that was a special one-day deal. After going to the check-out, and hitting "submit, " an error popped up saying my transaction could not be completed. I checked and found out that not only had my sale NOT gone through, but my debit card had a "pending" charge. I called Ulta and the man on the phone told me that the pending charge would be wiped off my card within 72 hours, and to try again later. OK, that was fine. I tried one more time later that day, and got another error, and another pending charge to my account. Frustrated, I called back. A different sales rep logged in to my account to see if she could fix the problem. When she hit submit, she said the error popped up again. She said she would try again but I told her not to, as I did not want any more pending charges on my account because I wouldn't be able to touch that money until they were wiped off. And three days is a long time to not have access to over $100. I hung up, checked my account, and saw that the sales rep must have hit "submit" 4 more times, making my pending charges total $651! I was furious. I called back and through the course of the next couple days, was transferred to probably a dozen people, several of which told me different things. Some claimed they were taking care of it, some claimed I had to wait the 72 hours or talk to my bank (which I did and my ban said I needed Ulta to fax them the info), and one sales rep even told me their IT department would void the sales immediately. They did not. I had to wait the full 72 hour before the funds were restored and I have bills to pay! Not only did they inconvenience me greatly, but NOT A SINGLE SALE actually went through so I missed out on the special deals that were one-day-only. And the sales reps told me they were not authorized to give me a free voucher for the sales I missed out on. I am beyond furious with how untrustworthy their customer service is, and the fact that their web site did not allow me to make any purchases. I will never shop with Ulta again.

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OilSpillCoastlineville, US
Aug 20, 2010 10:40 pm EDT

My card was overcharged since one of the items was supposed to be on sale but it was out of stock so their system automatically charged me for the other items full price instead of the sale price. Now I have to wait up to 30 business days for a refund, hopefully it will not take that long.
Best advice: CALL ulta.com customer service. Apparently they are too busy or short of staff to respond to their emails, but once I called them they took care of my issue within 24 hours. I will do business with them again but next time I may just go to the store.

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Angry_Sultan_unforgiven
, US
Aug 13, 2010 6:35 pm EDT

I generally agree with your feelings. I have had issue with their online system and lack of response to service emails. I have had not had time to call them but I will try my luck on Monday and update with more info. and details about the situation.

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4:34 pm EDT

Ulta Beauty I had loved ulta in the past, but now I strongly urge all my friends not to shop there

I really do like the products that Ulta carries and have spent hundreds of dollars at that stores. The employees at the Ulta in Woodbury MN were always decent- nothing to praise or complain about. However, when I moved to NJ, the employees at the Cherry Hill location were horrible! While I was shopping, two of the employees were gossiping loudly near me. They were discussing a customer and were calling her the most vile things, including '[censored]'! Now you can imagine how shocked I was, first of all- I don't care if you complain about work, but please, do it on your own time! It really made me uncomfortable, I didn't want to shop at a place where the employees are so rude behind paying customer's backs. Then, when I was paying for my purchases, I had forgotten to bring my Ulta rewards card, so I asked the cashier if she could look it up for me in the system, on a previous occasion another cashier had done it for me within a matter of seconds. She refused, saying that she couldn't do it because she had started the transaction. I felt cheated- isn't the whole point of having a rewards card to be rewarded for making frequent purchases? I had loved Ulta in the past, but now I strongly urge all my friends not to shop there.

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LamaAlma
Kure Beach, US
Sep 16, 2010 12:35 pm EDT

I had a similair experience at the Ulta store in Wilmington, NC. I have shopped there three times now and each time my experience gets worse and worse.

The last time I was there I had an associate that turned out to be an assistant manager give me the worst service. I realized when I got there that I could not find the coupon for 20% off. I drove almost 30 miles to make a rather large purchase, over $300.00 at Ulta and was counting on using that coupon that was expiring that day. I explained the situation to her highlighting the fact that I was planning on spending a lot. She shrugged her shoulders and said no one could help me and then turned to walk away. I asked her to see a manager, and she replied that she was one and she would not help me. I asked her to help me find a product, but since I did not know the full name she shrugged and told me she could not help me and then walked away.
Well, I walked out and have never come back. I urge everyone to stay away from ULTA!
I know shop at my local Walgreens where the ladies that work in the makeup area are super friendly. In fact, they look for coupons that they keep behind the counter for every product that I purchase. Also, they have allowed me to return items that I did not like after trying them out!
For nicer makeup lines I shop at MAC up north and Sephora... : ) No more Ulta for me.

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2:48 pm EDT
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Ulta Beauty maybe a few lawsuits will change the way you look at your customers

Guess what happens when a manager wrongfully accuses a customer of stealing? Nothing! They keep their job. The customer for the horrible experience...oops sorry!

Hey Ulta, do you really give bonuses to employees that catch shoplifters? Maybe a few lawsuits will change the way you look at your customers.

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BABC04
Watauga, US
May 29, 2010 10:23 pm EDT

Accusing a customer of stealing is a serious offense within Ulta's Company Policy. The company has SO much red tape and guidelines in regard to stopping shoplifters that it is nearly impossible to actually recover any loss. Unfortunetly people are human and not without fault. With that being said however I have personally seen associates let go for falsely accusing a shopper of shoplifting.
As far as recieving a "bonus" for apprehending a shoplifter..absolutely no bonus there. It is part of our job to keep the cost down for customers by deterring loss. With bad economy comes an increase of theft sadly enough. Im sorry for your experience and trust me there are sever consequences to these kind of actions behind the scene.

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1:22 pm EDT
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Ulta Beauty did not make the refund policy

I purchased a starter kit for liquid keratin. It didn't work so I took it back. It cost $69.00 plus tax. the clerk at ULTA (I live in Austin, TX) would not give me a refund because I had used more than 3/4 of the small bottle of product. I told him, that because of my hair type and length, I had to use as much as possible but that the larger bottles were almost full. He wouldn't hear of it and told me to go online to customer service which I did. ULTA emailed me a day later telling me to contact the manufacturer. I emailed ULTA telling them the manufacturer did not make the refund policy, which is unfair. I have not heard from either one of them. I'm filing a complaint with the Texas Attorney General for unfair practices and the Austin Better Business Bureau.

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5:42 pm EDT
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Ulta Beauty ulta.com - bad customer service

I recently purchased some Dermalogica products on Ulta.com. that I was so excited about. I spent over $140 on the products. One of the reasons why I ordered them on Ulta was because their Advertised Specials showed that I would receive a free Dermalogica Microfoliant with any order over $40 thru April 3 (two weeks away). I didn't purchase the product, specifically b/c I knew it would be coming with my order.

Well, I received my products in the mail, but no free gift. So I called them and inquired about what happened and if I could still get my free gift sent to me. The woman on the phone was nice, but pretty clueless. She didn't know how to navigate the website and asked me SIX times what product I was supposed to receive! After thirty minutes on the phone, she told me that she had all my info. and that customer service would call me back tomorrow about my order. What! Isn't the point of calling customer service to talk to someone in customer service?!? But whatever, I said "Are you sure someone is going to call me tomorrow?" She said "Yes, absolutely." So imagine my surprise when I didn't receive a call the next day. So I tried to send an e-mail instead. A couple days later they e-mailed me back with a blunt response. "Sorry for the inconvenience. The advertisement states while supplies last and we ran out. Sincerely, Ulta.com"

The page I was looking at (which was the virtual advertisement), DID NOT SAY "while supplies last". Why should I be held responsible for their mistake? So, I called customer service again and the customer service person tried to give me the same spiel as the e-mail response I received. Her response: "If I give this to customer service, they are just going to come back and say that we are out of the product."

I kindly asked to speak with a manager. I told him that one of the reasons why I purchased the products was so that I could receive the free gift. The manager said, "Well, I am looking up the product right now and it says we are out. You can return the product online or at the store for no charge if you would like. There isn't anything I can do." I was so pissed! I responded, "That seems like a lot of trouble for something that wasn't my fault. Can you send me a free full size product of something else?" He said "No". Finally, after a lot of trouble he agreed to send a $10 gift card. In the future, if I ever need to order body, skincare, or makeup supplies (which I do quite often) I will NOT choose Ulta.com. They only caused me frustration and totally wasted my time.

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LosAnnegeles
Los Angeles, US
Aug 06, 2014 11:12 pm EDT

I couldn't agree more!

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LosAnnegeles
Los Angeles, US
Aug 06, 2014 11:11 pm EDT

I was promised a phone call by an Ulta.com supervisor by the end of the day. Like a fool, I waited all day for the phone call but no one ever called. They have absolutely NO concept of the term "Customer Service". Hope they lose enough customers due to their poor customer service that they end up having to file for bankruptcy.

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LadyLillith
San Francisco, US
Dec 07, 2012 2:48 pm EST
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The exact same thing happened to me. Classic bate and switch. They have a big advertisement on their website that tells you you are going to get this free gift with purchase (some of them cost just as much as the item you are purchasing). Then you place your order and never get it in the mail. Surprise surprise! This happened to me and happened to one of my friends. They assume that you will not complain and wind up getting away with it. In addition to the fact that you now have you wait 24-48 hours until a manager gets back to you when you call customer service and when they finally do (if you are lucky enough to answer your phone when they call) they are very rude, talk over you, talk in circles, and then only offer the $10 gift card and claim that is all they can do otherwise they will get in trouble. BULL! I had ordered a Pur minerals pressed powder and a free chisel brush was being offered with the purchase. I just happened to take a print screen showing my basket with the free gift. When I spoke with the manager (who insisted on seeing proof) I sent her this print-screen. Well all of a sudden her e-mail doesn't work and when I explain that it said free gift with purchase underneath the item she says "Well it didn't say what the free gift was." I told her that the advertisement said that free gift was the chisel brush with the purchase of a compact. She then told me that it could have stated that there was a minimum purchase requirement and that it might not have been a full sized brush so all she could only offer the $10 gift card. I told her that was unacceptable and that it didn't make sense to get a $10 gift card in lieu of a $23 chisel brush pre-tax. She said I had no proof of the free gift and that it "fell out of my basket" it was not Ulta's fault. I then asked her for proof of the minimum purchase requirement and that to prove that it wasn't a full sized brush. She couldn't and then told me that was all she could do. I am planning on calling them every day until they send me that brush. I have been a loyal customer for almost 10 years but will be shopping at Sephora instead as they offer better samples and free gifts than Ulta.

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Angry_Sultan_unforgiven
, US
Aug 13, 2010 4:20 pm EDT

Lack of response to their customer service emails. I have sent them several emails and they do not respond! Also I ordered an item and I have not received it yet. Their email to me said the order was shipped, but no shipping info. was relayed to me. Also they overcharged my account but I will be calling them later today and update.

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7:00 pm EST
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Ulta Beauty I think the boy at the check out counter needs a little more training and a to learn to be less rude to your customers

I was at you Mesquite Texas store yesterday July 8 2009 and had a Master Card gift card for $50.00 I had two "Clean" brand products to purchase for 62.12 I told the boy at the front counter that I wanted to pay the difference in cash. He did not know how to do the transaction and I asked him to get someone that knew how to handle the gift card and cash. He said that he knew how to do it and there was no money on the gift card. I told him that I had just called the card company and they verified that there was indeed $50.00 on the card. There was a coustomer behind me that was trying to tell him how to use the card but he just wasn't interested. I left the store without the clean products that I really wanted. I had driven 15 miles to the Ulta location to get them. I was able to go today and spend my gift card with NO problem at Sephora. I think the boy at the check out counter needs a little more training and a to learn to be less rude to your customers.

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2:25 pm EST
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Ulta Beauty terrible service

I decided to go with Ulta for my wedding needs. First, I wanted my hair colored and highlighted. My only explicit request was medium brown hair-- NOT BLACK. Well. Black is what the idiot dyed it. She was later scrubbing my hair raw with this product they call a Malibu trying to fix her ### up. The main stylist/colorist said she was "unable to" color my hair a light to medium brown without red in it. My hair is naturally dark, but not black, so I don't know what her problem was--I've had it dyed that color many times. My hair was later colored by another salon and was in very poor condition due to that idiot's handy work.
Next, I kept asking for a professional make up artist, which they claimed they had. I did a "practice" run with a girl that appeared 16 and seemed to know nothing about makeup and then they tried to charge me for it. I ended up getting my makeup done by the stylist (who isn't a makeup artist, just a general beautician) although I'd been promised a professional--I could have done it myself for that kind of money. Finally the coup de gras. I had wanted both my veils on top of my head--next thing I know, the idiot has placed the 2nd Cathedral veil at the nape of my neck where it doesn't open up after having done my hair already and I was running late.
No time to change it up. I was livid. Now every time I look back on my wedding pictures I cringe at how much I hate how she placed my 2nd veil. I HATE my pictures.I look like some parrot with a towel draped at my neck. It looked like ###. I was so busy and stressed that day and running late I had no time to change it around. I would never ever recommend Ulta and their group of ###s to anyone.

Jennifer.
Married in June 0f 2009

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11:23 am EST
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Ulta Beauty child

went to have my 2 grandsons hair cut and the cost was outragous first of all. they charged 25.00 each. the service was horrible and my grandsons hair looked worst than when we went in.it was gapped and ragged looking.they had enough nerve to ask for a tip for the stylist.

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ihatetigerairways
Alta Loma, US
Mar 09, 2010 4:45 am EST

Agreed with JudgeJoodie. Another thing, when employees scan the salon service sheet the register asks for a "non-cash tip" so the employee then asks the customer if they'd like to leave a tip SO it's not "having enough nerve to ask for a tip" but the employees job to ask if you'd like to leave a tip for the stylist.

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JudgeJoodie
Omaha, US
Feb 26, 2010 11:34 am EST

Maybe you should have asked before the haircuts were done. It seems that customers that complian about the preice usually end up calling a good haircut an "bad haircut...

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Ulta Beauty absolutely horrible experience

I hope I am speaking about the right person. This person is a heavy set japanese looking woman about 40. She states she is the gm of the store in Tucson, Az at the Park Place Mall. This person should NOT be in customer service nor in any line of service. She is one of the most arrogant, rude, women I have ever met. She treats her customers as if they owe her something, doesn't have the time of day for them, and feels that she can do no wrong. My experience in the store was absolutely horrible. No one paid any attention to me and the only time I asked for help, I was treated as if I were an imposition to the store. I asked for help on selecting a shampoo and I was made to feel as though I interrupted the daily chat session at the cash registers. Disdain and rude behavior is not what I came for, assistance was. I will never step foot into an ULTA again, nor will anybody I can warn about this vile store. It is nothing more than a poorly run Walgreens, and who would get their hair cut at Walgreen's? This dirty, disfunctional place should be banned from the Park Place Mall and go back to residing next to Pets Mart. But then, who would take their pet to an ULTA? I hope that you discipline your employees or at least let them know they are not meant for servicing customers. Unfortunate shopper in AZ.

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Ulta Beauty manager rude to me and own employee

I was in not too long ago at the Upland, CA location. The sales associate (Jessica) who had rung me up had been extremely helpful not to mention very sweet and kind. I had been in to return a few items so we waited for a manager to assist with the return (from what I understand the sales girls can't do returns without a manager code or key or something). After about 5 minutes of waiting the manager finally came and he seemed very annoyed like he didn't want to be there or help in any sort of way. He was an older man, Caucasian.Now that I remember, he is the salon manager because he did my daughter's hair once (never again!). So, the return/exchange is processed but I also had a few merchandise vouchers I wanted to use and this is where it got ugly. Jessica told me she was going to call the manager again because he needed to sign the vouchers or something so when she rang for him he seemed like he was going to hit something or someone like he just didnt want to do his job. After she had asked him about the voucher and issuing me a new one he said in a very rude and harsh condescending tone, "I dont know! Why don't you ask another manager because I cant help you ok? I'm not supposed to be at the cash wrap!" I felt really bad for her because she was really sweet and just doing her job. Sure, he should not have had me waiting so long to process my return and issue me a voucher but I felt he was very unprofessional both toward me and his employee. He needs to get whatever is stuck up his a** and find another place to manage or not manage at all. I really hope something is done about this because I love that store and I love nice employees, I wouldnt want her or any other nice employee to quit just because their manager was a total jerk to them. thank you for your time.

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Ulta Beauty bad experience

For the 2nd time in less than one month, i've had a bad experience with ulta. Both of my complaints involve the lack of stock of advertised items. The first disappointment came when I went in on a tuesday evening after the sunday sales ad came out. Several advertised items were already out of stock. I was told a truck should be in on friday, I should return then to see if any of the items came in... Well guess what? It happened to me again this week. I went in on monday morning 8am (Holiday hrs) to purchase a few things that were advertised. I was successful with one item, the other 2 item's were completely sold out. When I asked the associate if the 2 item's were sold out, she said "i'm sorry, yes they are, but we will be getting a truck in on wednesday. You can check back then."

No thanks, I will not waste anymore of my time!

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Galvanist
Chicago, US
Jul 03, 2010 7:56 pm EDT
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Oh my God! You mean popular items sold out in two or three days during the holidays?! Grow the hell up! Are they supposed to hold items for your "pwecious snowflake" self? Have you ever worked retail, OP?

I worked retail to put myself through grad school and I vividly recall customers lining up at 4 a.m. every Sunday during the Xmas shopping season to snag the most popular items in that week's ad. Have you though that maybe, just maybe- other customers wanted those items more than you and were willing to get to the store before your trifling, lazy, and sanctimonious [censor]?

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Ulta Beauty simply crazy

On July 22 I received a hair relaxer from one of the hair care specialist in the Ulta salon. The initial consultation went well so I assumed that I would be able to trust this stylist. This assumption proved to be a huge mistake. I received numerous chemical burns to my scalp due to the stylist stepping away and answering a phone call in the middle of my service (For those who are not familiar with hair relaxers, there is a small window of time that a relaxer can process; if it stays on ur hair too long, it can result in irritation and scalp burns) Since chemical burns are not fully visible until after 24 hours, I was not aware of the severity; however when I fully examined the extent of my burns I called the salon promptly to speak with the manager Michelle. To add insult to injury, Michelle was not willing to give me a full reimbursement and when I showed her my scalp and pictures she seemed less than concerned. The only way that I received all of my money back, was to call ulta headquarters (four times) and speak with christian who then had to call the store manager to force them to give me a refund. I am truly shocked and disgusted at the fact that I, the customer, am burned from a neglectful stylist and then refused reimbursement. CRAZY!

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Ulta Beauty terrible customer service

I ordered merchandise from Ulta and it was damaged by UPS. UPS returned the items to the company. I never was notified of what happened and had to track the package to learn of the damage and the return. I then contacted "Ulta customer service" via e-mail 3 times with no response. Next, I called and was told they didn't reship items. Mind you, this was not an item I returned. I was also told I would receive a credit in 24 hours 36 hours later, no credit. I called back and was informed that I would receive a credit 30 days after the date they had received the shipment. I could possibly understand the delay if I returned items myself, but this is poor customer service. I don't receive my items, I didn't receive notice of what happened, and it has been over a month, and I am still waiting on my refund.

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Nina
, US
Feb 19, 2009 8:01 am EST

I have been an Ulta customer for years and have always been a big fan of Ulta stores and their products. I was a fan until recently when I had to waste a huge amount of time trying to track down an order that was shipped to the wrong address and receive a credit for my missing order.

On November 21st I placed an order for $128.82. After waiting for a week and still not receiving it I tracked the package and realized that Ulta had send my order to an incorrect address. I tried to contact Ulta by phone on 5 different occasions and gave up each time after waiting over 30 minutes on hold! I left my name and number on 3 different occasions and no one from Ulta called me back. Waiting on hold for that long is completely unacceptable, especially seeing as the missing order was Ulta�s mistake. Finally on 6th attempt I waited for 42 minutes on hold and finally got to talk to someone.

The lady on the phone told me that my package had been send to an incorrect address and would be credited back to me. She told me she would have to redo the order. I was charged again for the new order. I finally received the 2nd order but a month later have still not received my $128.82 credit for the lost order. I am so frustrated. I�m writing this letter while I am again on hold trying to get to customer service. It has already been 40 minutes that I�m on hold. I can�t believe what a pain it has been trying to order online with Ulta. How can you allow a customer service line where the wait time is consistently almost an hour? I can understand that mistakes happen and Ulta send my order to the wrong address but not receiving a credit after waiting for a month is ridicules. It was Ulta�s mistake! Why has this still not been taken care of!

TERRIBLE CUSTOMER SERVICE! If this is not remedied immediately I will never shop at Ulta again. I�ve been writing a Blog about my experience. Please let me know when my money has been refunded.

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Lesson Learned AIC
OilSpillCoastlineville, US
Aug 20, 2010 10:27 pm EDT

Ok well I have to give Ulta and UPS credit. I called Ulta Monday and the person I spoke to said she will give me a call back after getting manager approval "as soon as I get the approval I will call you back." So I said ok and thanks. I came home later that day and no call so I called them again. 2nd person I spoke with was better, she advised that I should have gotten an email and that the 1st person should have told me that it can take up to a day or two for them to call me back, which she did not.
Anyway to make a long story short the 2nd person I spoke with said the manager had approved the request (no return phone call though!) earlier in that afternoon. They had resolved my matter but I had to ask again about a refund since I was overcharged on the order. 2nd person did whatever form she needed to fill out for this and I got an email later in the week saying they were processing my refund but that it can take 30 business days! Basically 2 cycles to show up on my card but I really don't want to chase after them in 60 days but I have a feeling I may need to. HOpefully they will just do it sooner because I don't feel like dealing with this. My best advice to you is to go into the store if you can.
If you cannot and you buy from the website then if you have any issues just call them. Don't bother emailing them, it seems like they are too busy or short of staff to respond to their incoming service emails. Kudos for resolving part of my issue buy my verdict is still out regarding the eventual refund. Suggest they hire some additional staff in their service dept. maybe even just to respond to emails from customers if they are so swamped.
UPS came through on the 2nd try just fine. I think someone stole the package since it says ULTA.com in big letters on the side of it, so anyone who saw UPS delivering it to my place while I was not home could guess what was in it so if this may have tempted them to take it from my doorstep.

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Angry_Sultan_unforgiven
, US
Aug 13, 2010 7:20 pm EDT

Thanksfor the information. I had a similar problem with ULTA and UPS. Ulta over charged me and UPS Basic basically blows! Said I got my package but it was not there when I got home. In UPS defence I have never had this problem with them but ditto on the email problem w/Ulta.

I emailed Ulta 3 times this week and they never responded to me! One email was sent through their "contact us" portion of their website, 2 other emails to their service address that was in my email. Mind you this was AFTER I had already placed an order with them in regards to a billing error.

I don't think I am going to try and play their game. I need to call them Monday to speak to someone but I think I am just going to call my CC company tonight to dispute the charge since I never got delivery and since Ulta overcharged me. Besides I have a bad feeling I will be waiting like you did for over a month for a refund and I would rather take the issue up with my cc company instead of waiting for Ulta.com to get back to me, like when next year?! Ridiculous hire some more help if you are so swamped in your service dept. Avoid Ulta.com at all costs! Going into the store is a hassle b/c the girls are always trying to push some over priced junk on you. You just can't win on friday the 13th it seems! GRRRRR! I am so angry I am shaking!

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Ulta Beauty unpleasant experience

I'm very disappointed in Ulta after my experiences with them. I went there and had my eyebrows done, I had an allergic reaction, which ok that's fine because I have sensitive skin. I bought some products from them, three of the products were on sale, upon review of my receipt when I got home they over charged me on each of the sale items.

But the icing on the cake was tonight. I went on their online store. I needed to get some presents and couldn't get to the store because we're snowed in. Tonight is the deadline for holiday shipping, if my order doesn't go out tonight I will have to pay extra for shipping.

Problems with my experience with them tonight, several products that are suppose to come with a free gift with purchase. The free gift isn't registering. Annoying but not what really mad me fed up with them.

I go to checkout and wouldn't you know I get a message saying their site is undergoing scheduled upgrades. Why would you schedule upgrades that prevent someone from placing an order on the night of a big deadline. All orders have to be placed tonight to make it there for christmas and their site won't let you order.

So now I can't place my order for it to get there for Christmas unless I pay extra for shipping. Is this a coincidence or a planned way to get more money out of people. I've been trying for four hours to place my order and only have an hour until free shipping that will make it on time ends.

Honestly if I get this order sent out it will be my last time shopping with them. I'm thoroughly pissed off.

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Lov
, US
Dec 21, 2009 3:55 pm EST

On Thursday 6/12/2008 at about 6:30pm my mother, my little brother and I went to buy a father’s day present. We went to Ulta in Mooresville looking for a shaving mirror. We were in the store about ten minutes and were unable to find one we liked. We left the store without buying anything. During our time at the store a couple of the sales associates asked if they could help us with anything. It was noticeable they were following us even though there were other customers in the store. Since we couldn’t find what we needed we walked down the road to Bed Bath and Beyond. While we were at the store the manager from Ulta came in and told the sales associate there that two thieves just walked into her store, and they just stole a curling iron from her. Then she continued to walk up to us and said, “Honey, I know you stole a curling iron from my store and I have you on TAPE!. I just called the cops and they are on their way. You better leave before you get arrested”. We were absolutely shocked and ashamed. We knew there was no proof because we hadn’t taken anything. We told her we would like to see the proof and talk to the cops and she said “I don’t want you in my store you better leave!”. At this point started walking down to Ulta to find out exactly what happened. We saw the police car pulling up and my mom stopped him and said we are who he is looking for and would like to go back to the store and settle the mess. We walked in the store and everyone looked at us like we were criminals. There was no video of anything, and no one said they saw us doing anything. All the manager had to say was that she suspected we did it. There were plenty of other people in that store and we were the only ones targeted!. Our only "fault" was that we were speaking Spanish while shopping in the store. I know there is no law in the United States that prohibits me to speak Spanish. She was unable to press charges due to the lack of proof. To us that doesn’t make it better. We were falsely accused and embarrassed. We were victims of racial profiling and defamation of character. She didn’t even say she was sorry and continue to believe we took the curling iron. It was the worst time of our lives. We can’t sleep and the whole situation is taking an emotional toll on us. My brother doesn’t understand why someone would do something like that. We are all having nightmares and still can’t believe that actually happen. The manager’s name is Larissa, and she refuse to give us her district manager’s name so that we could call and complain. I called Ulta’s customer service number on Thursday 6/12/08 and filed a complaint. They said they were very sorry and would call the store and talked to them. I called again on Saturday 6/14/2008 and talked to Christian in customer service. He took "my side" of the story, and told me the manager on duty (Larissa) had called them while everything was happening. He said the report stated that we were speaking Spanish while in the store and she didn’t understand us. This shows that race did play a major role in the incident.

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Ulta Beauty - ulta being investigated by govt for discrimination, lawsuit in works

Ulta cosmetics in currently under investigation by several govt agencies for discrimination against an associate. Allegation includes workplace violence, pregnany discrimination, retaliation and harrassment by management and an employee. Allegation say Management in the Raleigh and Cary locations have failed to prevent and protect the employee. HR manager...

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Ulta Beauty In-depth Review

Website Design and User Experience: The Ulta Beauty website is well-designed and offers a user-friendly experience. The layout is clean and organized, making it easy to navigate and find products. The search function is efficient and provides accurate results. The overall design is visually appealing and enhances the shopping experience.

Product Range and Availability: Ulta Beauty offers a wide range of products, including makeup, skincare, haircare, and fragrance. The selection is extensive, with both high-end and affordable options available. The website provides detailed product descriptions and customer reviews, helping users make informed purchasing decisions. The availability of products is generally good, although some popular items may occasionally be out of stock.

Pricing and Discounts: Ulta Beauty offers competitive pricing on its products. There are frequent discounts and promotions available, allowing customers to save money on their purchases. The website also has a dedicated "Sale" section where users can find discounted items. Additionally, Ulta Beauty offers a rewards program that provides further discounts and exclusive offers to loyal customers.

Customer Service and Support: Ulta Beauty provides excellent customer service and support. The website has a comprehensive FAQ section that addresses common queries and concerns. Users can also contact customer service via phone or email for personalized assistance. The response time is generally quick, and the staff is knowledgeable and helpful in resolving any issues or inquiries.

Shipping and Delivery: Ulta Beauty offers reliable shipping and delivery services. The website provides various shipping options, including standard, expedited, and international shipping. The estimated delivery time is provided during the checkout process, ensuring transparency for customers. Orders are typically processed and shipped promptly, and tracking information is provided for easy monitoring of the shipment.

Return and Exchange Policy: Ulta Beauty has a flexible return and exchange policy. Customers can return or exchange products within 60 days of purchase, either in-store or by mail. The website provides clear instructions on how to initiate a return or exchange, making the process hassle-free. Refunds are processed promptly, and the customer is notified via email once the return is completed.

Loyalty Program and Rewards: Ulta Beauty has a highly rewarding loyalty program. The Ultamate Rewards program allows customers to earn points on their purchases, which can be redeemed for discounts on future orders. The program also offers exclusive perks, such as birthday gifts and access to special events. The rewards program is free to join and provides great value to frequent shoppers.

In-store Experience: The in-store experience at Ulta Beauty is enjoyable and convenient. The stores are well-organized and stocked with a wide range of products. The staff is friendly and knowledgeable, providing assistance and recommendations when needed. The stores also offer beauty services, such as salon treatments and makeup consultations, enhancing the overall shopping experience.

Beauty Services and Expertise: Ulta Beauty excels in providing beauty services and expertise. The website offers detailed information about the various services available, including salon treatments, skincare consultations, and makeup application. The staff is highly trained and skilled, ensuring that customers receive professional and personalized services. The expertise and guidance provided by the beauty experts contribute to a satisfying and fulfilling beauty experience.

Social Media Presence and Engagement: Ulta Beauty has a strong social media presence and engages with its customers effectively. The brand actively maintains accounts on popular platforms like Facebook, Instagram, and Twitter. They regularly post updates, product recommendations, and tutorials, keeping their followers informed and engaged. Ulta Beauty also interacts with customers through comments, messages, and giveaways, fostering a sense of community and connection.

Overall Rating and Recommendation: Ulta Beauty is a highly recommended beauty retailer. The website offers a seamless shopping experience with a wide range of products and competitive pricing. The customer service is excellent, and the shipping and return policies are customer-friendly. The loyalty program provides great value, and the in-store experience is enjoyable. The beauty services and expertise offered by Ulta Beauty are top-notch. With its strong social media presence and engagement, Ulta Beauty is a trusted and reliable destination for all beauty needs.

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